AccountId: 011433970860
ContactId: 4642efcf-6a4c-4739-bb01-a7b62f761d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243529 ms
Total Talk Time (AGENT): 130471 ms
Total Talk Time (CUSTOMER): 85266 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/4642efcf-6a4c-4739-bb01-a7b62f761d62_20250519T18:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check on claim deny.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify a denial on a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes, claim, yes, claim status.
[AGENT][NEUTRAL] OK, you're needing to verify you need do you need claim status or to verify the reason of a denial?
[CUSTOMER][NEUTRAL] Claim status only.
[AGENT][POSITIVE] OK, yes, I can help you with that. And
[AGENT][POSITIVE] You did say your name is [PII]? I'm so sorry.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, [PII]. Mhm.
[AGENT][NEUTRAL] OK, thank you, and your callback number please?
[CUSTOMER][NEUTRAL] My callback number would be [PII] with an extension of [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said the phone number was [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, you're absolutely right.
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Member's policy number would be D as in Delta 47662425.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is an IMA or a 90-degree benefit number, not American Public Life. Were you trying to reach 90-degree benefits?
[CUSTOMER][NEUTRAL] Yes, actually I do have this number only, so is it incorrect number which I have called on it?
[AGENT][NEUTRAL] Uh, what number did you call?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh, that is the correct phone number, [PII], but depending on which option you choose, uh, option one will take you to 90 degree benefits which that the number indicates that's the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Number that for IMA and I believe option 2 would bring you here to APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you were needing to speak to 90 Degree benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. So will you please be able to transfer me or do I have to call back again on this number?
[AGENT][NEUTRAL] No, so I can transfer you, but you, you didn't, excuse me, [PII], you were trying to reach 90 degree benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I'll be happy to connect you. So is there anything else that I can help you with first?
[CUSTOMER][POSITIVE] Oh, thank you. I appreciate your kind help and assistance toy.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. One moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate in a quick survey.
[CUSTOMER][NEUTRAL] 90 degree Benefits. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm good, thank you, busy, busy, which I know y'all also.
[CUSTOMER][NEUTRAL] What, yeah?
[AGENT][NEUTRAL] So I have
[CUSTOMER][NEUTRAL] For a Monday, Monday is always.
[AGENT][NEUTRAL] Amen to that. That's for sure. Oh, I have a provider on the line who just selected the wrong option. He was trying to reach you all, but he came to us. And the gentleman's name is [PII].
[CUSTOMER][NEUTRAL] Yes. What's that?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, are you ready for him?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] OK, [PII]. You're welcome and it's nice speaking to you. Have a good afternoon if I don't talk to you anymore. OK. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm bye-bye.